Apax Blog

Vocalcom wins Labs Innovation Award

Vocalcom just won, for the second time, the Labs Innovation Award from the American magazine Internet Telephony. This award recognises innovations in communication technologies, and demonstrates that Vocalcom is far ahead of its international competitors in technological innovation. The company has gained recognition not only in the American market, but also in Europe, Australia and fast-growing emerging markets like South America; 53% of its sales are generated outside of France. Vocalcom received this award for its Cloud Contact Center, which has revolutionised the customer relationship with a platform adapted to the new realities of multi-channel communications.

The advent of new communication platforms, especially email and social media, has been a game changer. Customers have come to expect instantaneous contact or responses from companies, whatever the communication platform, yet many companies still operate in silos. Faced with the fragmentation of communication flows, companies need to revisit the overall management of their customer relationships.

That’s where Vocalcom comes in. The company’s CRM software for Contact Centers automates the relationship between the company and the customer. It was intended from the start for multi-channel management in real time. Vocalcom was a pioneer, successfully addressing a complex technological challenge. For me, this technology represents the future of the customer relationship. The company also operates in the highly-regulated fields of banking and insurance, due to its compliance with the General Data Protection Regulation.

Anthony Dinis, Vocalcom’s founder, has been a visionary since the beginning, and has brilliantly positioned the company in its market. With a very strong technological component and successful internationalisation, Vocalcom is the company model that Apax Partners typically invests in. We have supported the company as its historical business model has evolved toward a full SaaS (Software as a Service) approach.